Operator - Communications

Basic Function

A Telecommunications operator must be able to coordinate the activities of the call center including in-coming and out-going calls, paging our Physician’s, staff, and technician’s. A Telecommunications operator must be able to remain calm and efficient during codes and any emergency.

• Daily use of Phones.
• Internal paging using software designed for paging.
• Telecommunication’s operator will use both Capital Fire Equipment Fire Panel/Notifier and Overhead paging for Codes along with paging pagers/cell phones to alert colleagues of fire, disasters, code blue, or other emergency situations based on standing instructions and experience.
• Monitor emergency alarms:
  Code Blue alarms, Capital Equipment Notifier Fire Panel, Medical Alarms, Blood Bank /Freezer alarms, Elevator alarms, Duress Alarms, generator alarm and weather radio.
• Monitor’s STAT line (5555).
• Pleasing telephone voice. Answering the phone in a courteous and professional manner.
• High tolerance level for dealing with a potentially stressful environment and reacting in an appropriate manner when an emergency occurs.
• All other duties assigned by Telecommunications Manager.
• Checked emails and online learning assignments (Relias) on a regular basis.
• Training of new colleagues will occur on all shifts, especially the second and third shift due to the lower volume of calls during these shifts.
• Rotation of weekends.

• Greet customers, visitors, and Colleagues immediately with a smile, warm greeting, and introduction, calling them by name if possible.
• Exceed the expected and anticipate the unexpected by asking, “Is there anything else I or a fellow Colleague can do for you?”
• Always provide a comforting, timely, caring departure, or discharge, and always say thanks for allowing us to serve.
• Integrity, openness, and fairness in all you do.
• Teamwork
• Pride in Department
• Individual creativity and Innovations
• Compassion and caring
• Maintain department and hospital standards and policies.

Colleague has been instructed in providing customer service and on interacting with age groups as related to the department's general client population: including use of appropriate interventions, communication, and skills to match the age and/or abilities of the patient/family.

Colleagues must be knowledgeable of various paging systems, keyboarding skills, and operation of a switchboard/call center.

High School diploma or equivalent.

Must be computer-literate to complete task(s) as required.

• Must be able to sit for extended periods of time up to 8hrs.
• Some standing and lifting may be required (Lifting will not exceed twenty-five pounds).
• Able to bend and reach items on floor, desk level, and overhead.
• Able to see clearly and hear normal speaking tones.
• Able to communicate verbally interpersonally and over the telephone in a clear and concise speech.

Communications Manager